Our customer is a marketplace for car servicing, connecting individuals, fleets, and small businesses to repair shops and garages. Every service request depends on a smooth handoff to the right repair shop — delays or dropped appointments directly hurt the customer experience. We partnered with the marketplace to build and run a dedicated scheduling operations team, minimizing cycle times and ensuring no appointment falls through the cracks.
Car service appointments needed to be scheduled reliably with repair shops and garages, without appointments getting dropped or cycle times running long.
Mapped the process with stakeholders, ramped up a skilled team quickly, and delivered extensive training and knowledge transfer on the customer's tools and processes.
Reached steady state within a month, with cycle times and open/pending scheduling tickets trending steadily downward.
The process was mapped with stakeholders, and a team was ramped up in a very short time with the requisite skills and prior experience handling such a process.
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